topic Re: New Full Fibre Connection Not Working in Fibre

New Full Fibre Connection Not Working

Nikkimread — Tue, 11 Apr 2023 20:11:13 GMT

My TalkTalk fibre broadband was installed on 14th March (after 3 separate City Fibre engineer visits). We were told from the last City Fibre engineer that this would be sorted within 12 hours but it still isn't working. We are still using our old TalkTalk connection.

The ONT as part of the new connection is connected and has all the lights on but when an ethernet cable is connected to the Wi Fi hub or to a laptop directly it does not work.

I've tried multiple times explaining this on online chat and through phone calls but aren't getting anywhere.

Essentially, it just requires someone to allow the connection from either Talk Talk or City Fibre's end. Can you please help?

Re: New Full Fibre Connection Not Working

Karl-TalkTalk — Wed, 12 Apr 2023 07:20:40 GMT

I've escalated this to our network teams to check the service for you.

Karl

Re: New Full Fibre Connection Not Working

Karl-TalkTalk — Fri, 14 Apr 2023 10:55:22 GMT

CityFibre have resolved an issue from their end, can you please retest the connection and let me know if it's working.

Thanks

Karl.

Re: New Full Fibre Connection Not Working

Nikkimread — Sun, 16 Apr 2023 14:09:32 GMT

Hi Karl,

Still not working I'm afraid.

Thanks,

Nikki

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Mon, 17 Apr 2023 06:48:18 GMT

Hi Nikki,

Just to confirm, is it still not working today?

Chris

Re: New Full Fibre Connection Not Working

Karl-TalkTalk — Wed, 26 Apr 2023 08:55:23 GMT

Hi Nikkimread,

I can only conclude that all is working now, but if there are any issues, please get back to us here.

Regards,

Karl.

Re: New Full Fibre Connection Not Working

Nikkimread — Wed, 26 Apr 2023 11:27:25 GMT

Hi Karl,

It appears my last message did not post properly. No, it is still not working.

Thanks,

Nikki

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Wed, 26 Apr 2023 12:01:33 GMT

Hi Nikkimread,

Could you check the label on the router and tell me the make and model number

Chris

Re: New Full Fibre Connection Not Working

Nikkimread — Wed, 26 Apr 2023 19:23:26 GMT

Hi Chris,

Is this what you mean?

Device Ver: FAST5364-3. T8

Sagemcom

Thanks,

Nikki

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Thu, 27 Apr 2023 06:39:58 GMT

That's great Nikki thanks. I'll take a look at this now, I think I know what the problem may be and it's hopefully an easy fix

Chris

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Thu, 27 Apr 2023 06:45:13 GMT

OK, I've made a change which hopefully will fix the problem. The changed can take a few hours to take effect but hopefully it wont take that long

Chris

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Thu, 27 Apr 2023 11:58:15 GMT

Hi Nikki,

I've just checked and your connection appears to be up and running now, is everything OK at your end?

Chris

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Thu, 27 Apr 2023 14:11:14 GMT

Hi Nikki,

Could you let me know if this is now working, it all looks OK from our side

Thanks

Chris

Re: New Full Fibre Connection Not Working

Chris-TalkTalk — Fri, 28 Apr 2023 13:39:39 GMT

Hi Nikki,

Your connection still looks OK from our end, if you are still experiencing problems please let us know

Chris